Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.
The Technology Support Specialist II position exists to support the ministry objectives of Focus on the Family ministry departments by implementing, upgrading, and supporting End User systems, including computer hardware, software, mobile devices, and business voice telephony solutions. The position responsibilities include identifying, prioritizing, resolving, and/or escalating system issues. This Service Desk Level 2 position will troubleshoot issues, identifying root causes, documenting resolutions, and following processes and procedures required to correct issues pertaining to End User Services.
Essential Duties/Responsibilities:

• Identifies, analyzes, prioritizes, resolves and/or escalates system issues for End User systems
• Provides Executive Level support to C-Team members and Vice Presidents, and works as part of an On-Call rotation to provide after hours and Executive support
• Serves as a point of contact (via phone or email) for ministry telecommunications and technology services
• Enters and updates required information for service requests and incidents into the Service Desk software
• Determines urgency, impact, and prioritization of a request/incident based on documented criteria
• Provides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possible
• Identifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency of the team
• Escalates service issues, when unable to resolve, to the appropriate technical service group as promptly as possible and with as much supporting information of the issue to assist the next level
• Follows up with customers regarding outstanding service requests, and provides satisfactory resolution prior to closing tickets
• Provides technical support for desktop hardware, all Windows based and Mac operating systems, Microsoft Office Applications, and many other desktop software applications
• Builds, configures, and install Desktops, Workstations, and Laptops according to Focus Standards. Sets-up new users and provides basic customer training as needed
• Provides support and administration of the desktop telephones and computer based soft telephone systems
• Remotely installs/updates software in accordance with Software License Management and Cybersecurity Policies
• Assists in the administration of desktop, laptop, and mobile device fleets; updates software using desktop management tools
• Takes part in the creation and maintenance of desktop/laptop standard and custom images for ministry computers
• Gains functional knowledge about additional technology services to enhance service team capabilities and promote technology professionalism, capabilities, and teamwork
• Adheres to all technical policies, processes, procedures, and standards in the performance of all tasks in this area of responsibility
• Adheres to procedures for Technology team approved ITIL standards

Other Duties/Responsibilities:

• Perform other duties as assigned

Working Environment/Physical Requirements:

• Fast paced customer service environment.
• Ability to provide respectful, professional, courteous behavior and demeanor to all.
• Ability to handle frequent interruption, changes in priorities and special requests from management.
• Must be able to sit and work on computer for long periods of time and may be required to kneel under desks to install computers and network cable connections.

JOB QUALIFICATIONS/REQUIREMENTS:Character/Spiritual:
Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”
Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”
Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer
Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer
Engages in Christian ministry
Demonstrates behaviors aligned with FOF core values
Personal Characteristics:

• Positive and encouraging attitude with ability to motivate/encourage peers
• Self-motivated; requires little direct supervision
• Team player; trustworthy; reliable
• Coachable; able to redirect attentions and passions as requested
• Creative thinker; effective problem solver
• Organized

Knowledge/Experience:

• Associates degree in Information Systems, Information Technology, or equivalent experience
• 2-3 years in Mac or PC-based operating systems and applications experience preferred
• 2-3 years of administration and organizational experience preferred
• Experienced in customer service, clear communication, problem resolution, and technology support
• Industry certification preferred
• PC and Mac certifications preferred

Skills, Abilities, and Special Talents/Gifts:

• Ability to communicate effectively (written and verbal)
• Working knowledge of technology equipment
• Strong attention to detail and accuracy
• Ability to follow directions and keep records
• Ability to function effectively in a team environment
• Ability to work with confidential information
• Strong interpersonal skills and ability to work well with others; patience in dealing with people who do not understand technology
• Ability to provide technical support over the phone, good phone skills, professional demeanor
• Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience, and professionalism during stressful situations
• Ability to work responsibly with or without direct supervision
• Maintain a cool and calm demeanor under pressure
• Able to represent the Technology department in professional and Christ-like manner in all dealings with Ministry customers and external partners

Pay Range: $26.00 to $30.00/hr
Application Materials Required: Cover Letter, Resume/CV
Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. Must include date ranges to include month and year (mm/yyyy) and whether the position was full time or part time. 2. A cover letter that specifically addresses the job requirements and outlines qualifications.
Focus on the Family puts a high value on our team members and offers a unique benefit package.
Employees scheduled for 20 hours or more per week are eligible for:

• Norton LifeLock ID Theft Coverage
• Legal Shield/ID Shield Coverage
• AFLAC
• 403B Retirement Plan
• Vacation Time & Vacation Payout
• Sick Time
• Holidays
• Service Awards
• Community Service Days
• Bookstore Discount
• Fitness Center

Employees scheduled for 30 hours or more per week are eligible for all the above and:

• Medical Plan
• Dental Plan
• Vision Plan
• Life Insurance
• Disability Insurance
• Flexible Spending Accounts
• EAP (Employee Assistance Program)
• Tuition Reimbursement
• Warehouse Membership Reimbursement

Note: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents.

• Temporary employees are not eligible for benefits, except for:
• Sick Time
• Bookstore Discount
• Fitness Center

Tentative Search Timeline:

• Priority will be given to applications submitted by April 22nd, 2024. However, this posting will remain open until filled.
• The potential employee start date is April 29th, 2024.

Posting date: March 26th, 2024
Unposting date: ongoing until filled
Posting contact email: job@fotf.org
Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.